Speed determines how fast content uploads, so if you're torrenting or streaming, you want the speed to be somewhat identical to your regular internet speed. Since a VPN encrypts your data, it usually takes a bit longer to send your data back and forth, which can slow down your connection. However, if your ISP deliberately slows down your connection (also known as throttling) a VPN might increase your internet speed. Testing a VPN is somewhat pointless because new servers pop up and affect speed. Your speed can also differ according to your location, so your speed test might not match ours. Having said that, we tested the speed in numerous locations to provide you with the average.
You have a choice between 24-hour live chat and tickets — the former performs well enough with fast response times and helpful answers, but the latter is quite the disappointment. We directed our more complex inquiries via a ticket, and we had to wait several days for a reply. If customer feedback is any guide, we are one of the lucky ones, too.
On the upside, there is a great knowledge base, including a blog maintained Rick Falkvinge — PIA’s Head of Privacy and founder of Sweden’s Pirate Party.
We personally test the customer support team of every VPN we review. This means asking technical question through the live chat feature (where applicable) and measuring the response time for email questions. Whether you need to connect to a specific server, change your security protocol, or configure a VPN on your router, finding a VPN with quality customer support should be important to you.
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